System and method for callback management utilizing smart callbacks

ABSTRACT

A system and method for callback management, utilizing a callback cloud, a digital ledger, and smart callback contracts, brokering user to user communications and session establishment using an automated workflow built upon extensible root smart contract templates which can be configured to connect various users and brands. The system may comprise callback cloud, that may further comprise a callback manager, a brand interface server, an interaction manager, a media server, one or more blockchain digital ledgers, and various smart contracts which are used to autonomously respond to received user requests.

CROSS-REFERENCE TO RELATED APPLICATIONS

Priority is claimed in the application data sheet to the followingpatents or patent applications, the entire written description of eachof which is expressly incorporated herein by reference in its entirety:

patent application Ser. No. 17/336,405

patent application Ser. No. 17/011,248

patent application Ser. No. 16/995,424

patent application Ser. No. 16/896,108

patent application Ser. No. 16/836,798

patent application Ser. No. 16/542,577

Provisional Application No. 62/820,190

Provisional Application No. 62/858,454

patent application Ser. No. 16/152,403

patent application Ser. No. 16/058,044

patent application Ser. No. 14/532,001

patent application Ser. No. 13/659,902

patent application Ser. No. 13/479,870

patent application Ser. No. 12/320,517

patent application Ser. No. 13/446,758

BACKGROUND OF THE INVENTION Field of the Art

The disclosure relates to the field of contact center technology,specifically to the field of cloud-implemented automated callbacksystems.

Discussion of the State of the Art

Many businesses use groups of service representatives for communicatingwith clients who initiate communications with the business, such as bytelephone calls. To most efficiently use the time and skills of eachservice representative, the service representatives may be organizedinto groups based on a skill set. For example, the groupings may bebased on the representative's ability to handle client issues such asthe opening of new accounts, billing issues and customer service issueson existing accounts.

Typically, if a client calls such a business, voice prompt menu choicesenable the calling client to identify the issue for which the clientrequires service and the client is then queued for a service agentcapable of handling the identified issue. As such, it is expected thatclients who identify the purpose of their call as a “billing issue” willbe queued for, and connected to, a service representative with theability to handle billing issues. Similarly, it is expected that clientswho identify the purpose of their call as a “customer service issue”will be queued for, and connected to, a service representative with theability to handle customer service issues.

There are problems with existing communications systems, such as contactcenters, including the following two problems. First, the voice promptmenus that are used to channel callers to the queue for the appropriategroup of service agents are exacerbating to a client at best. It takessignificant time to navigate the layered menus of voice prompts.

Second, waiting on-hold while a connection, be it a phone call, webchat, video conference, or other interaction type, is maintained inqueue for connection to a service agent is also exacerbating to a clientat best.

In an effort to reduce customer exacerbation caused by having tomaintain a connection while on-hold in queue, secondary queue systemshave been developed. A typical secondary queue system obtains atelephone number at which the calling client can be reached when aservice representative is available (i.e., a call back number). Theclient disconnects, and then, at the proper time, a call back systemestablishes a connection to the client utilizing the call back numberand couples the client to an available representative without waitingon-hold in queue.

One exemplary system is disclosed in U.S. Pat. No. 6,563,921 to Williamset al. which is commonly assigned with the present application.

While such a system may make the experience of waiting for a connectionto a service representative slightly less exasperating, it does notaddress the inconvenience of having to navigate an irritatingly slow andusually complicated voice prompt menu to enter the queue.

What is needed is a system and various methods for providing a callbackcloud and related services that overcome the limitations of the priorart noted above.

SUMMARY OF THE INVENTION

Accordingly, the inventor has conceived and reduced to practice, in apreferred embodiment, a system and method for callback management,utilizing a callback cloud, a digital ledger, and smart callbackcontracts, brokering user to user communications and sessionestablishment using an automated workflow built upon extensible rootsmart contract templates which can be configured to connect varioususers and brands. The system may comprise callback cloud, that mayfurther comprise a callback manager, a brand interface server, aninteraction manager, a media server, one or more blockchain digitalledgers, and various smart contracts which are used to autonomouslyrespond to received user requests. The following non-limiting summary ofthe invention is provided for clarity, and should be construedconsistently with embodiments described in the detailed descriptionbelow.

A system has been devised for callback management utilizing smartcallbacks, comprising: a brand interface server comprising at least aprocessor, a memory, and a first plurality of programming instructionsstored in the memory and operating on the processor, wherein the firstprogramming instructions, when operating on the processor, cause theprocessor to: communicate with a callback manager; send data related tosmart callback contracts and agents to a callback manager; receive usercalls to a brand; create a callback request upon a user requesting acall back from a brand; schedule a callback time with users based onuser availability and agent scheduling; and forward the callback requestand the scheduled callback time to a callback manager; and a callbackmanager comprising at least a processor, a memory, and a secondplurality of programming instructions stored in the memory and operatingon the processor, wherein the second programming instructions, whenoperating on the processor, cause the processor to: store and maintainglobal user profiles; store and maintain a blockchain ledger;communicate with a brand interface server; maintain relevant agent andbrand data from the brand interface server; execute callback requests;determine environmental context and user intent; calculate estimatedwait times for callbacks; receive a callback request and a scheduledcallback time from the brand interface server; create a smart callbackcontract, the smart callback contract comprising default data fields,wherein the default data fields are populated with information from atleast user profiles, agent and brand data, environmental context anduser intent, and estimated wait times; execute the smart callbackcontract between consumers and agents at a specified time; connect thetwo parties, when the two first and second called parties are online;and validate the smart callback contract and add the callback to theblockchain ledger.

A method for callback management utilizing smart callbacks has beendevised, comprising the steps of: communicating with a callback manager;sending data related to smart callback contracts and agents to acallback manager; receiving user calls to a brand; creating a callbackrequest upon a user requesting a call back from a brand; scheduling acallback time with users based on user availability and agentscheduling; forwarding the callback request and the scheduled callbacktime to a callback manager; storing and maintaining global userprofiles; storing and maintaining a blockchain ledger; communicatingwith a brand interface server; maintaining relevant agent and brand datafrom the brand interface server; executing callback requests;determining environmental context and user intent; calculating estimatedwait times for callbacks; receiving a callback request and a scheduledcallback time from the brand interface server; creating a smart callbackcontract, the smart callback contract comprising default data fields,wherein the default data fields are populated with information from atleast user profiles, agent and brand data, environmental context anduser intent, and estimated wait times; executing the smart callbackcontract between consumers and agents at a specified time; connectingthe two parties, when the two first and second called parties areonline; and validating the smart callback contract and adding thecallback to the blockchain ledger.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

The accompanying drawings illustrate several aspects and, together withthe description, serve to explain the principles of the inventionaccording to the aspects. It will be appreciated by one skilled in theart that the particular arrangements illustrated in the drawings aremerely exemplary, and are not to be considered as limiting of the scopeof the invention or the claims herein in any way.

FIG. 1 (PRIOR ART) is a block diagram illustrating an on-premisecallback system.

FIG. 2 is a block diagram illustrating an exemplary system architecturefor operating a callback cloud, according to one aspect.

FIG. 3 is a block diagram illustrating an exemplary system architecturefor a callback cloud operating over a public switched telephone networkand internet, to a variety of other brand devices and services,according to an embodiment.

FIG. 4 is a block diagram illustrating an exemplary system architecturefor a callback cloud operating including a brand interface server andintent analyzer, over a public switched telephone network and internet,to a variety of other brand devices and services, according to anembodiment.

FIG. 5 is a block diagram illustrating an exemplary system architecturefor a hybrid callback system operating with a callback cloud and anon-premise callback stack, according to an embodiment.

FIG. 6 is a block diagram illustrating an exemplary system architecturefor a hybrid callback system operating with a callback cloud and anon-premise callback stack, and a broker server, according to anembodiment.

FIG. 7 (PRIOR ART) is a method diagram illustrating steps in theoperation of an on-premise callback system.

FIG. 8 is a method diagram illustrating the use of a callback cloud forintent-based active callback management, according to an embodiment.

FIG. 9 is a method diagram illustrating the operation of a distributedhybrid callback system architecture utilizing cloud services andon-premise services, according to an embodiment.

FIG. 10 is a method diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a premise callback server failure.

FIG. 11 is a method diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a total system failure.

FIG. 12 is a method diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a premise automatic call distribution and callback serverfailure.

FIG. 13 is a method diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a partial system failure, using a broker server to leveragethird-party resources for failure recovery.

FIG. 14 is a method diagram illustrating calculation and recalculationof an estimated wait-time (EWT) for a distributed callback system.

FIG. 15 is a message flow diagram illustrating the operation of adistributed hybrid callback system architecture utilizing cloud servicesand on-premise services, according to an embodiment.

FIG. 16 is a message flow diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a premise callback server failure.

FIG. 17 is a message flow diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a total system failure.

FIG. 18 is a message flow diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a premise automatic call distribution and callback serverfailure.

FIG. 19 is a message flow diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a partial system failure, using a broker server to leveragethird-party resources for failure recovery.

FIG. 20 is a block diagram illustrating an exemplary system architecturefor operating a callback cloud utilizing smart callbacks, according toone aspect.

FIG. 21 is a method diagram illustrating an exemplary method forcreating and executing a smart callback responsive to a callbackrequest, according to an embodiment.

FIG. 22 is a block diagram illustrating an exemplary hardwarearchitecture of a computing device.

FIG. 23 is a block diagram illustrating an exemplary logicalarchitecture for a client device.

FIG. 24 is a block diagram showing an exemplary architecturalarrangement of clients, servers, and external services.

FIG. 25 is another block diagram illustrating an exemplary hardwarearchitecture of a computing device.

DETAILED DESCRIPTION

The inventor has conceived, and reduced to practice, a system and methodfor callback management, utilizing a callback cloud, a digital ledger,and smart callback contracts, brokering user to user communications andsession establishment using an automated workflow built upon extensibleroot smart contract templates which can be configured to connect varioususers and brands. The system may comprise callback cloud, that mayfurther comprise a callback manager, a brand interface server, aninteraction manager, a media server, one or more blockchain digitalledgers, and various smart contracts which are used to autonomouslyrespond to received user requests.

One or more different aspects may be described in the presentapplication. Further, for one or more of the aspects described herein,numerous alternative arrangements may be described; it should beappreciated that these are presented for illustrative purposes only andare not limiting of the aspects contained herein or the claims presentedherein in any way. One or more of the arrangements may be widelyapplicable to numerous aspects, as may be readily apparent from thedisclosure. In general, arrangements are described in sufficient detailto enable those skilled in the art to practice one or more of theaspects, and it should be appreciated that other arrangements may beutilized and that structural, logical, software, electrical and otherchanges may be made without departing from the scope of the particularaspects. Particular features of one or more of the aspects describedherein may be described with reference to one or more particular aspectsor figures that form a part of the present disclosure, and in which areshown, by way of illustration, specific arrangements of one or more ofthe aspects. It should be appreciated, however, that such features arenot limited to usage in the one or more particular aspects or figureswith reference to which they are described. The present disclosure isneither a literal description of all arrangements of one or more of theaspects nor a listing of features of one or more of the aspects thatmust be present in all arrangements.

Headings of sections provided in this patent application and the titleof this patent application are for convenience only, and are not to betaken as limiting the disclosure in any way.

Devices that are in communication with each other need not be incontinuous communication with each other, unless expressly specifiedotherwise. In addition, devices that are in communication with eachother may communicate directly or indirectly through one or morecommunication means or intermediaries, logical or physical.

A description of an aspect with several components in communication witheach other does not imply that all such components are required. To thecontrary, a variety of optional components may be described toillustrate a wide variety of possible aspects and in order to more fullyillustrate one or more aspects. Similarly, although process steps,method steps, algorithms or the like may be described in a sequentialorder, such processes, methods and algorithms may generally beconfigured to work in alternate orders, unless specifically stated tothe contrary. In other words, any sequence or order of steps that may bedescribed in this patent application does not, in and of itself,indicate a requirement that the steps be performed in that order. Thesteps of described processes may be performed in any order practical.Further, some steps may be performed simultaneously despite beingdescribed or implied as occurring non-simultaneously (e.g., because onestep is described after the other step). Moreover, the illustration of aprocess by its depiction in a drawing does not imply that theillustrated process is exclusive of other variations and modificationsthereto, does not imply that the illustrated process or any of its stepsare necessary to one or more of the aspects, and does not imply that theillustrated process is preferred. Also, steps are generally describedonce per aspect, but this does not mean they must occur once, or thatthey may only occur once each time a process, method, or algorithm iscarried out or executed. Some steps may be omitted in some aspects orsome occurrences, or some steps may be executed more than once in agiven aspect or occurrence.

When a single device or article is described herein, it will be readilyapparent that more than one device or article may be used in place of asingle device or article. Similarly, where more than one device orarticle is described herein, it will be readily apparent that a singledevice or article may be used in place of the more than one device orarticle.

The functionality or the features of a device may be alternativelyembodied by one or more other devices that are not explicitly describedas having such functionality or features. Thus, other aspects need notinclude the device itself

Techniques and mechanisms described or referenced herein will sometimesbe described in singular form for clarity. However, it should beappreciated that particular aspects may include multiple iterations of atechnique or multiple instantiations of a mechanism unless notedotherwise. Process descriptions or blocks in figures should beunderstood as representing modules, segments, or portions of code whichinclude one or more executable instructions for implementing specificlogical functions or steps in the process. Alternate implementations areincluded within the scope of various aspects in which, for example,functions may be executed out of order from that shown or discussed,including substantially concurrently or in reverse order, depending onthe functionality involved, as would be understood by those havingordinary skill in the art.

Definitions

“Callback” as used herein refers to an instance of an individual beingcontacted after their initial contact was unsuccessful. For instance, ifa first user calls a second user on a telephone, but the second userdoes not receive their call for one of numerous reasons includingturning off their phone or simply not picking up, the second user maythen place a callback to the first user once they realize they missedtheir call. This callback concept applies equally to many forms ofinteraction that need not be restricted to telephone calls, for exampleincluding (but not limited to) voice calls over a telephone line, videocalls over a network connection, or live text-based chat such as webchat or short message service (SMS) texting. While a callback (andvarious associated components, methods, and operations taught herein)may also be used with an email communication despite the inherentlyasynchronous nature of email (participants may read and reply to emailsat any time, and need not be interacting at the same time or while otherparticipants are online or available), the preferred usage as taughtherein refers to synchronous communication (that is, communication whereparticipants are interacting at the same time, as with a phone call orchat conversation).

“Callback object” as used herein means a data object representingcallback data, such as the identities and call information for a firstand second user, the parameters for a callback including what time itshall be performed, and any other relevant data for a callback to becompleted based on the data held by the callback object.

“Latency period” as used herein refers to the period of time betweenwhen a Callback Object is created and the desired Callback is initiated,for example, if a callback object is created and scheduled for a timefive hours from the creation of the object, and the callback initiateson-time in five hours, the latency period is equal to the five hoursbetween the callback object creation and the callback initiation.

“Brand” as used herein means a possible third-party service or devicethat may hold a specific identity, such as a specific MAC address, IPaddress, a username or secret key which can be sent to a cloud callbacksystem for identification, or other manner of identifiable device orservice that may connect with the system. Connected systems or servicesmay include a Private Branch Exchange (“PBX”), call router, chat serverwhich may include text or voice chat data, a Customer RelationshipManagement (“CRM”) server, an Automatic Call Distributor (“ACD”), or aSession Initiation Protocol (“SIP”) server.

“Blockchain” as used herein refers to a growing list of records, calledblocks, which are linked using cryptography. The blockchain is commonlya decentralized, distributed and public (or private) digital ledger thatis used to record transactions across many computers so that the recordcannot be altered retroactively without the alteration of all subsequentblocks and the consensus of the network. Each block contains acryptographic hash of the previous block, a timestamp, and transactiondata (generally represented as a Merkle tree root hash). For use as adistributed ledger, a blockchain is typically managed by a peer-to-peernetwork collectively adhering to a protocol for inter-node communicationand validating new blocks. Once recorded, the data in any given blockcannot be altered retroactively without alteration of all subsequentblocks, which requires consensus of the network majority. In verifyingor validating a block in the blockchain, a hashcash (or other algorithm)algorithm generally requires the following parameters: a service string,a nonce, and a counter. The service string can be encoded in the blockheader data structure, and include a version field, the hash of theprevious block, the root hash of the Merkle tree of all transactions (orinformation or data) in the block, the current time, and the difficultylevel. The nonce can be stored in an extraNonce field, which is storedas the left most leaf node in the Merkle tree. The counter parameter isoften small at 32-bits so each time it wraps the extraNonce field mustbe incremented (or otherwise changed) to avoid repeating work. Whenvalidating or verifying a block, the hashcash algorithm repeatedlyhashes the block header while incrementing the counter & extraNoncefields. Incrementing the extraNonce field entails recomputing the Merkletree, as the transaction or other information is the left most leafnode. The body of the block contains the transactions or otherinformation. These are hashed only indirectly through the Merkle root.

“Smart contracts” as used herein are simply programs stored on ablockchain that run when predetermined conditions are met. Theytypically are used to automate the execution of an agreement so that allparticipants can be immediately certain of the outcome, without anyintermediary's involvement or time loss. They can also automate aworkflow, triggering the next action when conditions are met.

Conceptual Architecture

FIG. 1 (PRIOR ART) is a block diagram illustrating an on-premisecallback system. A possible plurality of consumer endpoints 110 may beconnected to either a Public Switch Telephone Network (“PSTN”) 103 orthe Internet 102, further connecting them to an on-premise callbacksystem 120. Such consumer endpoints may include a telephone 111 whichconnects over a PSTN, a mobile phone 112 capable of connecting overeither a PSTN 103 or the Internet 102, a tablet capable of connectingover either a PSTN 103 or the Internet 102, or a laptop 114 or PersonalComputer (“PC”) 115 capable of connecting over the Internet 102.Connected to the Internet 102 is a callback organizer 140, whichorganizes callback data across internet 102 and PSTN 103 connections toconsumer endpoints 110 and a local area network or wide area network 130to further on-premise components. Other on-premise orinter-organizational endpoints may include agent cellular devices 121,an internal telephone switch 122 and telephone 127 which connect to thePSTN 103, a PC 126 or a tablet 128 that may be connected over a LAN orWAN 130. These brand endpoints in an on-premise callback system 120 maybe involved in callbacks over the PSTN 103 or internet 102 connections,as organized by a callback organizer 140, which is responsible for allaspects of organizing callback requests including managing andcalculating Estimated Wait-Times (EWT), managing agent schedule data,managing consumer queues and the agents logged into those queues, andother typical functions of an on-premise callback system.

FIG. 2 is a block diagram of a preferred embodiment of the invention,illustrating an exemplary architecture of a system 200 for providing acallback cloud service. According to the embodiment, callback cloud 201may receive requests 240 via a plurality of communications networks suchas a public switched telephone network (PSTN) 203 or the Internet 202.These requests may comprise a variety of communication and interactiontypes, for example including (but not limited to) voice calls over atelephone line, video calls over a network connection, or livetext-based chat such as web chat or short message service (SMS) textingvia PSTN 203. Such communications networks may be connected to aplurality of consumer endpoints 210 and enterprise endpoints 220 asillustrated, according to the particular architecture of communicationnetwork involved. Exemplary consumer endpoints 210 may include, but arenot limited to, traditional telephones 211, cellular telephones 212,mobile tablet computing devices 213, laptop computers 214, or desktoppersonal computers (PC) 215. Such devices may be connected to respectivecommunications networks via a variety of means, which may includetelephone dialers, VOIP telecommunications services, web browserapplications, SMS text messaging services, or other telephony or datacommunications services. It will be appreciated by one having ordinaryskill in the art that such means of communication are exemplary, andmany alternative means are possible and becoming possible in the art,any of which may be utilized as an element of system 200 according tothe invention.

A PSTN 203 or the Internet 202 (and it should be noted that not allalternate connections are shown for the sake of simplicity, for examplea desktop PC 226 may communicate via the Internet 202) may be furtherconnected to a plurality of enterprise endpoints 220, which may comprisecellular telephones 221, telephony switch 222, desktop environment 225,internal Local Area Network (LAN) or Wide-Area Network (WAN) 230, andmobile devices such as tablet computing device 228. As illustrated,desktop environment 225 may include both a telephone 227 and a desktopcomputer 226, which may be used as a network bridge to connect atelephony switch 222 to an internal LAN or WAN 230, such that additionalmobile devices such as tablet PC 228 may utilize switch 222 tocommunicate with PSTN 202. Telephone 227 may be connected to switch 222or it may be connected directly to PSTN 202. It will be appreciated thatthe illustrated arrangement is exemplary, and a variety of arrangementsthat may comprise additional devices known in the art are possible,according to the invention.

Callback cloud 201 may respond to requests 240 received fromcommunications networks with callbacks appropriate to the technologyutilized by such networks, such as data or Voice over Internet Protocol(VOIP) callbacks 245, 247 sent to Internet 202, or time-divisionmultiplexing (TDM) such as is commonly used in cellular telephonynetworks such as the Global System for Mobile Communications (GSM)cellular network commonly used worldwide, or VOIP callbacks to PSTN 203.Data callbacks 247 may be performed over a variety of Internet-enabledcommunications technologies, such as via e-mail messages, applicationpop-ups, or Internet Relay Chat (IRC) conversations, and it will beappreciated by one having ordinary skill in the art that a wide varietyof such communications technologies are available and may be utilizedaccording to the invention. VOIP callbacks may be made using either, orboth, traditional telephony networks such as PSTN 203 or over VOIPnetworks such as Internet 202, due to the flexibility to the technologyinvolved and the design of such networks. It will be appreciated thatsuch callback methods are exemplary, and that callbacks may be tailoredto available communications technologies according to the invention.

Furthermore, callback cloud 201 may integrate with or be communicativelycoupled with various components and/or services including, but notlimited to, profile manager 250, environment analyzer 260, callbackmanager 270, interaction manager 280, and media server 290. Thesecomponents are described below with reference to FIGS. 3-6. Thesecomponents and/or services may be used by callback cloud 201 in order tofacilitate callbacks between a caller and call back recipient, accordingto some embodiments.

Additionally, callback cloud 201 may receive estimated wait time (EWT)information from an enterprise 220 such as a contact center. Thisinformation may be used to estimate the wait time for a caller beforereaching an agent (or other destination, such as an automated billingsystem), and determine whether to offer a callback proactively beforethe customer has waited for long. EWT information may also be used toselect options for a callback being offered, for example to determineavailability windows where a customer's callback is most likely to befulfilled (based on anticipated agent availability at that time), or tooffer the customer a callback from another department or location thatmay have different availability. This enables more detailed and relevantcallback offerings by incorporating live performance data from anenterprise, and improves customer satisfaction by saving additional timewith preselected recommendations and proactively-offered callbacks.

FIG. 3 is a block diagram illustrating an exemplary system architecturefor a callback cloud operating over a public switched telephone networkand the Internet, and connecting to a variety of other brand devices andservices, according to an embodiment. A collection of user brands 310may be present either singly or in some combination, possibly includinga Public Branch Exchange (“PBX”) 311, a Session Initiation Protocol(“SIP”) server 312, a Customer Relationship Management (“CRM”) server313, a call router 314, or a chat server 315, or some combination ofthese brands. These brands 310 may communicate over a combination of, oronly one of, a Public Switched Telephone Network (“PSTN”) 203, and theInternet 202, to communicate with other devices including a callbackcloud 320, a company phone 221, or a personal cellular phone 212. A SIPserver 312 is responsible for initiating, maintaining, and terminatingsessions of voice, video, and text or other messaging protocols,services, and applications, including handling of PBX 311 phonesessions, CRM server 313 user sessions, and calls forwarded via a callrouter 314, all of which may be used by a business to facilitate diversecommunications requests from a user or users, reachable by phone 221,212 over either PSTN 203 or the Internet 202. A chat server 315 may beresponsible for maintaining one or both of text messaging with a user,and automated voice systems involving technologies such as an AutomatedCall Distributor (“ACD”), forwarding relevant data to a call router 314and CRM server 313 for further processing, and a SIP server 312 forgenerating communications sessions not run over the PSTN 203. Varioussystems may also be used to monitor their respective interactions (forexample, chat session by a chat server 315 or phone calls by an ACD orSIP server 312), to track agent and resource availability for producingEWT estimations.

When a user calls from a mobile device 212 or uses some communicationapplication such as (for example, including but not limited to) SKYPE™or instant messaging, which may also be available on a laptop or othernetwork endpoint other than a cellular phone 212, they may be forwardedto brands 310 operated by a business in the manner described herein. Forexample, a cellular phone call my be placed over PSTN 203 before beinghandled by a call router 314 and generating a session with a SIP server312, the SIP server creating a session with a callback cloud 320 with aprofile manager 321 if the call cannot be completed, resulting in acallback being required. A profile manager 321 in a callback cloud 320receives initial requests to connect to callback cloud 320, and forwardsrelevant user profile information to a callback manager 323, which mayfurther request environmental context data from an environment analyzer322. Environmental context data may include (for example, and notlimited to) recorded information about when a callback requester orcallback recipient may be suspected to be driving or commuting fromwork, for example, and may be parsed from online profiles or onlinetextual data, using an environment analyzer 322.

A callback manager 323 centrally manages all callback data, creating acallback object which may be used to manage the data for a particularcallback, and communicates with an interaction manager 324 which handlesrequests to make calls and bridge calls, which go out to a media server325 which actually makes the calls as requested. In this way, the mediaserver 325 may be altered in the manner in which it makes and bridgescalls when directed, but the callback manager 323 does not need toadjust itself, due to going through an intermediary component, theinteraction manager 324, as an interface between the two. A media server325, when directed, may place calls and send messages, emails, orconnect voice over IP (“VoIP”) calls and video calls, to users over aPSTN 203 or the Internet 202. Callback manager 323 may work with auser's profile as managed by a profile manager 321, with environmentalcontext from an environment analyzer 322 as well as (if provided) EWTinformation for any callback recipients (for example, contact centeragents with the appropriate skills to address the callback requestor'sneeds, or online tech support agents to respond to chat requests), todetermine an appropriate callback time for the two users (a callbackrequestor and a callback recipient), interfacing with an interactionmanager 324 to physically place and bridge the calls with a media server325. In this way, a user may communicate with another user on a PBXsystem 311, or with automated services hosted on a chat server 315, andif they do not successfully place their call or need to be called backby a system, a callback cloud 320 may find an optimal time to bridge acall between the callback requestor and callback recipient, asnecessary.

FIG. 4 is a block diagram illustrating an exemplary system architecturefor a callback cloud including a brand interface server and intentanalyzer, operating over a public switched telephone network and theInternet, and connected to a variety of other brand devices andservices, according to an embodiment. According to this embodiment, manyuser brands 410 are present, including PBX system 411, a SIP server 412,a CRM server 413, a call router 414, and a chat server 415, which may beconnected variously to each other as shown, and connected to a PSTN 203and the Internet 202, which further connect to a cellular phone 212 anda landline 221 or other phone that may not have internet access. Furthershown is a callback cloud 420 contains multiple components, including aprofile manager 421, environment analyzer 422, callback manager 423,interaction manager 424, and media server 425, which function asdescribed in previous embodiments and, similarly to user brands 410 maybe interconnected in various ways as depicted in the diagram, andconnected to either a PSTN 203 or the internet 202.

Present in this embodiment is a brand interface server 430, which mayexpose the identity of, and any relevant API's or functionality for, anyof a plurality of connected brands 410, to elements in a callback cloud420. In this way, elements of a callback cloud 420 may be able toconnect to, and interact more directly with, systems and applicationsoperating in a business' infrastructure such as a SIP server 412, whichmay be interfaced with a profile manager 421 to determine the exactnature of a user's profiles, sessions, and interactions in the systemfor added precision regarding their possible availability and mostimportantly, their identity. Also present in this embodiment is anintent analyzer 440, which analyzes spoken words or typed messages froma user that initiated the callback request, to determine their intentfor a callback. For example, their intent may be to have an hour-longmeeting, which may factor into the decision by a callback cloud 420 toplace a call shortly before one or both users may be required to startcommuting to or from their workplace. Intent analysis may utilize anycombination of text analytics, speech-to-text transcription, audioanalysis, facial recognition, expression analysis, posture analysis, orother analysis techniques, and the particular technique or combinationof techniques may vary according to such factors as the device type orinteraction type (for example, speech-to-text may be used for avoice-only call, while face/expression/posture analysis may beappropriate for a video call), or according to preconfigured settings(that may be global, enterprise-specific, user-specific,device-specific, or any other defined scope).

FIG. 5 is a block diagram illustrating an exemplary system architecturefor a hybrid callback system operating with a callback cloud and anon-premise callback stack, according to an embodiment. According to thisembodiment, an on-premise callback stack 510 is shown, which containsmultiple components, including a profile manager 511, environmentanalyzer 512, callback manager 513, interaction manager 514, and mediaserver 515, which are interconnected in various ways as depicted in thediagram, and connected to a call aggregator 530 which aggregates usercalls into queues using data received from an on-premise callback stack510, and allowing these aggregated and queued calls to then be managedby a callback manager 513. A call aggregator may be connected to eitherof a PSTN 203 or the internet 202, or it may be connected to both andreceive call data from both networks as needed. Further shown is acallback cloud 520 which contains multiple similar components, includinga profile manager 521, environment analyzer 522, callback manager 523,interaction manager 524, and media server 525, which function asdescribed in previous embodiments and, similarly to an on-premisecallback stack 510 may be interconnected in various ways as depicted inthe diagram, and connected to either a PSTN 203 or the internet 202.

Present in this embodiment is a brand interface server 530, which mayexpose the identity of, and any relevant API's or functionality for, anyof a plurality of connected brands or on-premise callback components 510which may be responsible for operating related brands, to elements in acallback cloud 520. In this way, elements of a callback cloud 520 may beable to connect to, and interact more directly with, systems andapplications operating in a business' infrastructure such as a SIPserver, which may be interfaced with a profile manager 521 to determinethe exact nature of a user's profiles, sessions, and interactions in thesystem for added precision regarding their possible availability andmost importantly, their identity. Also present in this embodiment is anintent analyzer 540, which analyzes spoken words or typed messages froma user that initiated the callback request, to determine their intentfor a callback. For example, their intent may be to have an hour-longmeeting, which may factor into the decision by a callback cloud 520 toplace a call shortly before one or both users may be required to startcommuting to or from their workplace. Intent analysis may utilize anycombination of text analytics, speech-to-text transcription, audioanalysis, facial recognition, expression analysis, posture analysis, orother analysis techniques, and the particular technique or combinationof techniques may vary according to such factors as the device type orinteraction type (for example, speech-to-text may be used for avoice-only call, while face/expression/posture analysis may beappropriate for a video call), or according to preconfigured settings(that may be global, enterprise-specific, user-specific,device-specific, or any other defined scope).

FIG. 6 is a block diagram illustrating an exemplary system architecturefor a hybrid callback system operating with a callback cloud and anon-premise callback stack, and a broker server, according to anembodiment. According to this embodiment, an on-premise callback stack610 is shown, which connects to a call aggregator 630 which aggregatesuser calls into queues using data received from an on-premise callbackstack 610, and allowing these aggregated and queued calls to then bemanaged by a callback manager 613. The features and connections of theon-premise callback stack 610 are similar to that shown in FIG. 5, 510.A call aggregator may be connected to either of a PSTN 203 or theinternet 202, or it may be connected to both and receive call data fromboth networks as needed. Further shown is a callback cloud 620 whichcontains multiple components, including a profile manager 621,environment analyzer 622, callback manager 623, interaction manager 624,and media server 625, which function as described in previousembodiments and, similarly to an on-premise callback stack 610 may beinterconnected in various ways as depicted in the diagram, and connectedto either a PSTN 203 or the internet 202.

Present in this embodiment is a brand interface server 630, which mayexpose the identity of, and any relevant API's or functionality for, anyof a plurality of connected brands or on-premise callback components 610which may be responsible for operating related brands, to elements in acallback cloud 620, through the use of an intent analyzer 640 and abroker server 650 to act as an intermediary between a callback cloud 620and the plurality of other systems, services, or network endpoints 660,670. In this way, elements of a callback cloud 620 may be able toconnect to a broker server 650, and interact more indirectly withsystems and applications operating in a business' infrastructure such asa SIP server, which may communicate with a profile manager 621 todetermine the exact nature of a user's profiles, sessions, andinteractions in the system for added precision regarding their possibleavailability and most importantly, their identity. A broker server 650operates as an intermediary between the services and systems of acallback cloud 620 and other external systems or services, such as anintent analyzer 640, PSTN 203, or the Internet 202. Also present in thisembodiment is an intent analyzer 640, which analyzes spoken words ortyped messages from a user that initiated the callback request, todetermine their intent for a callback. For example, their intent may beto have an hour-long meeting, which may factor into the decision by acallback cloud 620 to place a call shortly before one or both users maybe required to start commuting to or from their workplace. Intentanalysis may utilize any combination of text analytics, speech-to-texttranscription, audio analysis, facial recognition, expression analysis,posture analysis, or other analysis techniques, and the particulartechnique or combination of techniques may vary according to suchfactors as the device type or interaction type (for example,speech-to-text may be used for a voice-only call, whileface/expression/posture analysis may be appropriate for a video call),or according to preconfigured settings (that may be global,enterprise-specific, user-specific, device-specific, or any otherdefined scope).

FIG. 7 (PRIOR ART) is a method diagram illustrating steps in theoperation of an on-premise callback system. A consumer may initiate acallback request to a brand handled or managed at a premise 710, such asif a consumer were to place a phone call to customer service for acorporation and the contact center or centers were unable to immediatelyanswer their call. An estimated wait time (EWT) is calculated forconsumers in the queue based on the condition of the contact center 720,determining a possible callback time based on the EWT and aconsumer-accepted time 730, such as calling a consumer back in 10minutes when an agent at the premise is available and their spot in thequeue is reached 740. Regardless of the specific time chosen, a firstcallback is attempted 740 when the selected time is reached, calling afirst party of either the brand agent or the consumer, followed bycalling of the second party if and when the first party comes online750. When both parties are online they are connected together such asbridging the two phones to a single call 760, and any callback objectused to manage the callback data is deleted after the successfulcallback.

FIG. 8 is a method diagram illustrating the use of a callback cloud forintent-based active callback management, according to an embodiment.According to an embodiment, a callback cloud 320 must receive a requestfor a callback to a callback recipient, from a callback requester 810.This refers to an individual calling a user of a cloud callback system320, being unable to connect for any reason, and the system allowing thecaller to request a callback, thus becoming the callback requester, fromthe callback recipient, the person they were initially unable to reach.A callback object is instantiated 820, using a callback manager 323,which is an object with data fields representing the various parts ofcallback data for a callback requester and callback recipient, and anyrelated information such as what scheduled times may be possible forsuch a callback to take place. Global profiles may then be retrieved 830using a profile manager 321 in a cloud callback system, as well as ananalysis of environmental context data 840, allowing for the system todetermine times when a callback may be possible for a callback requestorand callback recipient both 850. When such a time arrives, a firstcallback is attempted 860 to the callback requestor or callbackrecipient, and if this succeeds, a second call is attempted to thesecond of the callback requestor and callback recipient 870, allowing amedia server 325 to bridge the connection when both are online, beforedeleting the callback object 880.

FIG. 9 is a method diagram illustrating the operation of a distributedhybrid callback system architecture utilizing cloud services andon-premise services, according to an embodiment. First, a consumerplaces a call to a brand 905, resulting in on-premise datastores andservices being queried by a callback cloud if such a callback cloud isproperly configured and online 910. A callback cloud may be utilizednormally to manage consumer queues, calculate EWT's, manage agentstatuses and their call lengths and queue membership, and other commoncallback system functions, with the querying of on-premise datastoresand services 915. If a callback cloud is unavailable however, anon-premise callback system may be utilized as described in prior artfigures, without use of cloud services 920. If a cloud callback systemis available and configured, but on-premise callback services areunavailable, a cloud callback system can utilize last-known data such aslast-known EWT's and manage consumer callbacks as normal without beingable to query new data from on-premise datastores 925, potentiallyresulting in slightly less consistent or optimal callback handlinginitially, but still maintaining the system.

FIG. 10 is a method diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a premise callback server failure. Agent data such as schedulesand their profiles regarding average call duration are stored on-premiseand co-maintained in a cloud callback system 1005. Also co-maintainedbetween a callback cloud and on-premise callback system are callbackobjects, which hold data regarding a particular callback requestincluding the requester, the time to attempt the callback, and anyinformation regarding the brand or specific agent to perform thecallback, if applicable 1010. Should an on-premise callback server fail1015, a callback cloud may take over management and execution ofcallback objects until said on-premise callback server recovers 1020,essentially behaving as the new callback system for the contact center.Should a contact center's callback server come back online, data isre-distributed to it from the callback cloud system 1025, with theon-premise server regaining management and execution of callback objectsfrom the callback cloud 1030.

FIG. 11 is a method diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a total system failure. Agent data such as schedules and theirprofiles regarding average call duration are stored on-premise andco-maintained in a cloud callback system 1105. Also co-maintainedbetween a callback cloud and on-premise callback system are callbackobjects, which hold data regarding a particular callback requestincluding the requester, the time to attempt the callback, and anyinformation regarding the brand or specific agent to perform thecallback, if applicable 1110. Should an entire on-premise callback stackfail 1115, a callback cloud may take over management and execution ofall callback-related activities including callback execution, EWTcalculation 1125, and more 1120, until said on-premise callback stackrecovers 1130, essentially behaving as the new callback system for thecontact center. Should a contact center's callback stack come backonline, data is re-distributed to it from the callback cloud system1130, with the on-premise server regaining management of callbacksystems and updating their data from the callback cloud's data asappropriate 1135.

FIG. 12 is a method diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a premise automatic call distribution and callback serverfailure. Agent data such as schedules and their profiles regardingaverage call duration are stored on-premise and co-maintained in a cloudcallback system 1205. Also co-maintained between a callback cloud andon-premise callback system are callback objects, which hold dataregarding a particular callback request including the requester, thetime to attempt the callback, and any information regarding the brand orspecific agent to perform the callback, if applicable 1210. Should anon-premise Automatic Call Distribution (ACD) system and callback serverfail 1215, a callback cloud may take over management and execution ofcall distribution and callback-related activities as necessary 1220,with on-site agents interfacing with cloud services for example througha web-browser 1225 and with remaining on-site resources being madeavailable to the cloud infrastructure as needed such as for the purposesof recalculating consumer EWT's 1230, until the on-premise callbackstack recovers, essentially behaving as the new callback system for thecontact center. Should a contact center's callback stack come backonline, data is re-distributed to it from the callback cloud system1235, with the on-premise server regaining management of callbacksystems and updating their data from the callback cloud's data asappropriate 1240.

FIG. 13 is a method diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a partial system failure, using a broker server to leveragethird-party resources for failure recovery. Agent data such as schedulesand their profiles regarding average call duration are stored on-premiseand co-maintained in a cloud callback system 1305. Also co-maintainedbetween a callback cloud and on-premise callback system are callbackobjects, which hold data regarding a particular callback requestincluding the requester, the time to attempt the callback, and anyinformation regarding the brand or specific agent to perform thecallback, if applicable 1310. Should an on-premise Automatic CallDistribution (ACD) system and callback server fail 1315, a callbackcloud may take over management and execution of call distribution andcallback-related activities as necessary 1320, with a broker serverinterfacing with third-party services such as other contact centers toleverage other resources to manage the load during the premise downtime1325. Consumer EWT is recalculated if needed 1330, and should a contactcenter's callback stack come back online, data is re-distributed to itfrom the callback cloud system 1335, with the on-premise serverregaining management of callback systems and updating their data fromthe callback cloud's data as appropriate 1340.

FIG. 14 is a method diagram illustrating calculation and recalculationof an estimated wait-time (EWT) for a distributed callback system. Anagent may log into a queue or be assigned automatically to a queue by acallback manager or call aggregator 1405, allowing consumers to call oropen communications with a brand's agents 1410. An average call lengthfor each queue is calculated 1415 utilizing branching averages, forexample most calls may be calculated to take 4 minutes, but a call thathas already progressed to 3 minutes may be calculated to have a 70%chance of reaching at least 5 minutes in length. Upon more consumersthan agents becoming available, or any change in the amount of availableagents or consumers in the queue, calculate the time based on theseaverages that the next available agent will be free to engage in a callwith the consumer 1420. This is utilized as the Estimated Wait Time(EWT) for a consumer 1425, and a consumer may be informed of the EWT forcallback purposes 1430.

FIG. 15 is a message flow diagram illustrating the operation of adistributed hybrid callback system architecture utilizing cloud servicesand on-premise services, according to an embodiment. A consumer 1505,callback cloud 1510, and on-premise callback system 1515 are theprinciple actors in data transmissions, with specific components of acallback cloud 1510 or on-premise callback system 1515 handling datainternally to the respective systems, and a consumer 1505 potentiallyusing one of many common endpoints such as a cellphone, landline phone,PC, tablet, or laptop. A consumer 1505 may place a call from one suchendpoint, to a contact center 1520, which may be received by a callbackcloud 1510 that is online and managing callback data for a given premisecallback system 1515. An on-premise callback system 1515 may co-maintaindata including average call times for certain queues, agentavailability, agent schedules, and more, with a callback cloud 1525,allowing a callback cloud to execute a callback 1530 to a consumer 1505,connecting agents and consumers with said callbacks as necessary. If acallback cloud is unavailable, an on-premise callback system insteadexecutes the callback 1535, the callback object being used to attempt toopen communications with the consumer 1505 and an on-premise agent.

FIG. 16 is a message flow diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a premise callback server failure. A consumer 1605, callbackcloud 1610, and on-premise callback system 1615 are the principle actorsin data transmissions, with specific components of a callback cloud 1610or on-premise callback system 1615 handling data internally to therespective systems, and a consumer 1605 potentially using one of manycommon endpoints such as a cellphone, landline phone, PC, tablet, orlaptop. An on-premise callback system 1615 may continuously co-maintaindata including average call times for certain queues, agentavailability, agent schedules, and more, with a callback cloud 1620,before a premise callback server may go offline and be unable to executecallbacks to consumers. In such an event, an on-premise failure message1625 is sent to a callback cloud 1610, informing a callback cloud toexecute any consumer callback requests 1630 to a consumer 1605,connecting agents and consumers with said callbacks as necessary. Insuch an event, the callback cloud may execute customer callbacks usingthe previously co-maintained data 1635, the callback object being usedto attempt to open communications with the consumer 1605 and anon-premise agent. In the event of an on-premise callback server comingback online, current data regarding the brand and on-premise callbackdata is forwarded back to a premise callback system 1635, for example toupdate the server with data on completed and yet-to-complete callbackrequests.

FIG. 17 is a message flow diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a total system failure. A consumer 1705, callback cloud 1710,and on-premise callback system 1715 are the principle actors in datatransmissions, with specific components of a callback cloud 1710 oron-premise callback system 1715 handling data internally to therespective systems, and a consumer 1705 potentially using one of manycommon endpoints such as a cellphone, landline phone, PC, tablet, orlaptop. An on-premise callback system 1715 may continuously co-maintaindata including average call times for certain queues, agentavailability, agent schedules, and more, with a callback cloud 1720,before total on-premise callback system failure, such as by a poweroutage affecting their callback system equipment and services. In suchan event, an on-premise failure message 1725 is sent to a callback cloud1710, informing a callback cloud to first re-calculate customerEstimated Wait Times (“EWT”) for customers, since call distribution hasbeen interrupted and must now be accomplished by the cloud service. Insuch an event, the callback cloud may execute customer callbacks usingthe previously co-maintained data 1735, the callback object being usedto attempt to open communications with the consumer 1705 and anon-premise agent. In the event of an on-premise callback server comingback online, current data regarding the brand and on-premise callbackdata is forwarded back to a premise callback system 1740, for example toupdate the server with data on completed and yet-to-complete callbackrequests.

FIG. 18 is a message flow diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a premise automatic call distribution and callback serverfailure. A consumer 1805, callback cloud 1810, and on-premise callbacksystem 1815 are the principle actors in data transmissions, withspecific components of a callback cloud 1810 or on-premise callbacksystem 1815 handling data internally to the respective systems, and aconsumer 1805 potentially using one of many common endpoints such as acellphone, landline phone, PC, tablet, or laptop. An on-premise callbacksystem 1815 may continuously co-maintain data including average calltimes for certain queues, agent availability, agent schedules 1830, andmore, with a callback cloud 1820, before on-premise Automatic CallDistribution (“ACD”) and callback servers may go offline and be unableto execute callbacks to consumers or adequately manage incoming calls.In such an event, an on-premise failure message 1825 is sent to acallback cloud 1810, informing a callback cloud to first 1835re-calculate customer Estimated Wait Times (“EWT”) for customers, sincecall distribution has been interrupted and must now be accomplished bythe cloud service. In such an event, the callback cloud may executecustomer callbacks using the previously co-maintained data 1840, thecallback object being used to attempt to open communications with theconsumer 1805 and an on-premise agent. In the event of an on-premisecallback server coming back online, current data regarding the brand andon-premise callback data is forwarded back to a premise callback system1845, for example to update the server with data on completed andyet-to-complete callback requests.

FIG. 19 is a message flow diagram illustrating the use of callback cloudservices to aid in the recovery of an on-premise callback system in theevent of a partial system failure, using a broker server to leveragethird-party resources for failure recovery. A consumer 1905, callbackcloud 1910, and on-premise callback system 1915 are the principle actorsin data transmissions, with specific components of a callback cloud 1910or on-premise callback system 1915 handling data internally to therespective systems, and a consumer 1905 potentially using one of manycommon endpoints such as a cellphone, landline phone, PC, tablet, orlaptop. An on-premise callback system 1915 may continuously co-maintaindata including average call times for certain queues, agentavailability, agent schedules, and more, with a callback cloud 1920,before on-premise Automatic Call Distribution (“ACD”) and callbackservers may go offline and be unable to execute callbacks to consumersor adequately manage incoming calls. In such an event, an on-premisefailure message 1925 is sent to a callback cloud 1910, informing acallback cloud to first re-calculate customer Estimated Wait Times(“EWT”) for customers, since call distribution has been interrupted andmust now be accomplished by the cloud service. In such an event, thecallback cloud may execute customer callbacks using the previouslyco-maintained data 1935, the callback object being used to attempt toopen communications with the consumer 1905 and an on-premise agent. Inthe event of an on-premise callback server coming back online, currentdata regarding the brand and on-premise callback data is forwarded backto a premise callback system 1935, for example to update the server withdata on completed and yet-to-complete callback requests.

FIG. 20 is a block diagram illustrating an exemplary system 2000architecture for operating a callback cloud utilizing smart callbacks,according to one embodiment. System 2000 may be used to negotiate asession establishment and broker communications between and among userssuch that system users can quickly and efficiently have their needs met.In this diagram (referring to FIG. 20) an exemplary system 2000arrangement is shown as a callback cloud 2020 operating over a publicswitched telephone network and the Internet, and connecting to a varietyof other brand devices and services, according to an embodiment. Acollection of user brands 2010 may be present either singly or in somecombination, possibly including a Public Branch Exchange (“PBX”) 2011, aSession Initiation Protocol (“SIP”) server 2012, a Customer RelationshipManagement (“CRM”) server 2013, a call router 2014, or a chat server2015, or some combination of these brands. These brands 2010 maycommunicate over a combination of, or only one of, a Public SwitchedTelephone Network (“PSTN”) 203, and the Internet 202, to communicatewith other devices including a callback cloud 2020, a company phone 221,or a personal cellular phone 212. A SIP server 2012 is responsible forinitiating, maintaining, and terminating sessions of voice, video, andtext or other messaging protocols, services, and applications, includinghandling of PBX 2011 phone sessions, CRM server 2013 user sessions, andcalls forwarded via a call router 2014, all of which may be used by abusiness to facilitate diverse communications requests from a user orusers, reachable by phone 221, 212 over either PSTN 203 or the Internet202. A chat server 2015 may be responsible for maintaining one or bothof text messaging with a user, and automated voice systems involvingtechnologies such as an Automated Call Distributor (“ACD”), forwardingrelevant data to a call router 2014 and CRM server 2013 for furtherprocessing, and a SIP server 2012 for generating communications sessionsnot run over the PSTN 203. Various systems may also be used to monitortheir respective interactions (for example, chat session by a chatserver 2015 or phone calls by an ACD or SIP server 2012), to track agentand resource availability for producing EWT estimations.

When a user calls from a mobile device 212 or uses some communicationapplication such as (for example, including but not limited to) SKYPE™or instant messaging, which may also be available on a laptop or othernetwork endpoint other than a cellular phone 212, they may be forwardedby brand interface server 2027 to brands 2010 operated by a business inthe manner described herein. For example, a cellular phone call may beplaced over PSTN 203 and received by brand interface server 2027 beforebeing handled by a call router 2014 and generating a session with a SIPserver 2012, the SIP server creating a session with a callback cloud2020 with a profile manager 2021 if the call cannot be completed,resulting in a callback being required. A brand interface server 2027 ina callback cloud 2020 receives initial requests to connect to callbackcloud 2020 and instructs profile manager 2021 to forward relevant userprofile information to a callback manager 2023, which may furtherrequest environmental context data from an environment analyzer 2022.Environmental context data may include (for example, and not limited to)recorded information about when a callback requester or callbackrecipient may be suspected to be driving or commuting from work, forexample, and may be parsed from online profiles or online textual data,using an environment analyzer 2022.

A callback manager 2023 centrally manages all callback data, creating asmart callback contract 2029 which may be used to execute a workflow andmanage the data for a particular callback, and communicates with aninteraction manager 2024 which handles requests to make calls and bridgecalls, which go out to a media server 2025 which actually makes thecalls as requested. In this way, the media server 2025 may be altered inthe manner in which it makes and bridges calls when directed, but thecallback manager 2023 does not need to adjust itself, due to goingthrough an intermediary component, the interaction manager 2024, as aninterface between the two. A media server 2025, when directed, may placecalls and send messages, emails, or connect voice over IP (“VoIP”) callsand video calls, to users over a PSTN 203 or the Internet 202.

Present in this embodiment is a brand interface server 2027, which mayexpose the identity of, and any relevant API's or functionality for, anyof a plurality of connected brands 2010, to elements in a callback cloud2020. In this way, elements of a callback cloud 2020 may be able toconnect to, and interact more directly with, systems and applicationsoperating in a business' infrastructure such as a SIP server 2012, whichmay be interfaced with a profile manager 2021 to determine the exactnature of a user's profiles, sessions, and interactions in the systemfor added precision regarding their possible availability and mostimportantly, their identity. Also present in this embodiment is anintent analyzer 2026, which analyzes spoken words or typed messages froma user that initiated the callback request, to determine their intentfor a callback. For example, their intent may be to have an hour-longmeeting, which may factor into the decision by a callback cloud 2020 toplace a call shortly before one or both users may be required to startcommuting to or from their workplace. Intent analysis may utilize anycombination of text analytics, speech-to-text transcription, audioanalysis, facial recognition, expression analysis, posture analysis, orother analysis techniques, and the particular technique or combinationof techniques may vary according to such factors as the device type orinteraction type (for example, speech-to-text may be used for avoice-only call, while face/expression/posture analysis may beappropriate for a video call), or according to preconfigured settings(that may be global, enterprise-specific, user-specific,device-specific, or any other defined scope).

According to an embodiment, callback manager 2023 may utilize andorchestrate blockchain 2028 technology to improve end user experience,satisfaction, and security when interacting with an enterprise 220 suchas a contact center. According to some embodiments, the blockchain 2028may be implemented as a private blockchain. Operating a privateblockchain, callback cloud 2020 is able to read and write data containedwithin the private blockchain in order to create and manage smartcallback contracts 2029. Smart callback contracts 2029 may beimplemented using smart contract technology. Smart contracts work byfollowing simple “if/when . . . then . . . ” statements that are writteninto code on a blockchain. A network of computers (e.g., callback cloud2020) executes the actions when predetermined conditions have been metand verified. These actions could include, but are not limited to,releasing funds to the appropriate parties, applying a change ofservice, updating a user profile, executing a scheduled callback betweenthe appropriate parties, sending notifications, and routing requests.The blockchain is then updated when the transaction is completed. Thatmeans the transaction cannot be changed, and only parties who have beengranted permission can see the results.

Callback cloud 2020 may utilize a root smart callback contract 2029template that can be configured to execute a callback using informationspecific to a given callback request. The root template may be comprisedof a plurality of default fields which may be populated with user orenterprise-specific information during smart callback contract creation.For example, in one embodiment, default fields may include, but are notlimited to, participating parties' identities (e.g., callback requestorand a callback recipient), participants contact information (e.g., phonenumber, extension number, email address, social media handle, etc.),communication device(s), method of communication (e.g., phone call,email, SMS message, VoIP call, etc.), scheduled callback time, brandinformation (e.g., from brand interface server 2027), context data(e.g., environmental and intent context, historical user profile data,past interactions, links to previous smart callback contracts, etc.). Byutilizing a root template, callback cloud 2020 can efficiently anddynamically create extensible smart callback contracts 2029 for bothsimple and complex callback use cases.

According to an embodiment, the root contract template may comprisepre-coded logic and/or computer readable instructions which may performa variety of actions, such as executing a callback via a smart callbackcontract 2029. The pre-coded logic and/or computer readable instructionsmay be completed when one or more default data fields are populated withinformation. What this means is that the behavior of the smart contract2029 created using the root template is at least partially determinedbased off the values input into the default fields. For example, a rootsmart callback contract 2029 template has pre-coded logic to executewhen a certain trigger occurs, the trigger being a specified time, andwherein the time value to be used within the pre-coded trigger eventlogic is the scheduled callback time that was input into thecorresponding default field during smart callback contract 2029construction. As another example, the root smart callback contract 2029template has pre-coded logic to connect two parties via method ofcommunication, wherein the method of communication default field valuedetermines the underlying logic used to connect two parties, such asmethod of communication being email which would have differentconnecting logic than a method of communication being a phone call. Inthis way, system 2000 can use a root contract template from which tocreate a broad range of smart contracts in order to negotiate sessionestablishment between and among a plurality of individual users,enterprises and their systems, and brands.

According to an embodiment, the callback cloud 2020 can be or mayinclude any servers that can be used to keep a digital ledger. A digitalledger is where multiple copies of the same blockchain(s) 2028 arestored on separate servers in order to validate a transaction (e.g.,execution of a callback). The digital ledger typically has copies of asingle blockchain 2028 that is used for all transactions (for multipleusers of the contact center) in a contact center or other enterprise220. When a new transaction occurs in the callback cloud 2020, if thetransaction is validated, a new block is added to the blockchains 2028on each of the servers to keep a record of the transaction. In oneembodiment there may be a separate blockchain 2028 associated with eachuser and stored as part of a user profile.

Callback manager 2023 may receive, retrieve, or otherwise obtain andwork with a user's profile as managed by a profile manager 2021, withenvironmental context from an environment analyzer 2022, with intent asdetermined from intent analyzer 2026 as well as (if provided) EWTinformation for any callback recipients (for example, contact centeragents with the appropriate skills to address the callback requestor'sneeds, or online tech support agents to respond to chat requests), todetermine an appropriate callback time for the two users (a callbackrequestor and a callback recipient), interfacing with an interactionmanager 2024 to physically place and bridge the calls with a mediaserver 2025. When a callback is requested by a system user, callbackmanager 2023 may populate the fields of a smart callback contract 2029with the obtained user profile information, the environmental and intentcontext, and a scheduled callback time based on EWT information (ifprovided). Smart callback contracts 2029 may be triggered to connect acallback requestor with a callback recipient when the scheduled callbacktime occurs. When the scheduled callback time occurs the code (i.e.,machine readable instructions) within the smart callback contract 2029may cause interaction manager 2024 to bridge the callback request andthen connect the two parties using media server 2025. After the partieshave been connected, the smart callback contract may then be validatedand added to the blockchain 2028 digital ledger by callback manager2023. In this way, a user may communicate via the callback cloud 2020with another user on a PBX system 2011, or with automated serviceshosted on a chat server 2015, and if they do not successfully placetheir call or need to be called back by a system, a callback cloud 2020may find an optimal time to bridge a call between the callback requestorand callback recipient, as necessary.

FIG. 21 is a method diagram illustrating an exemplary method 2100 forcreating and executing a smart callback responsive to a callbackrequest, according to an embodiment. According to an embodiment, theprocess begins when a callback requestor requests a callback from acallback recipient 2105. In response, brand interface server 2027 maygenerate a callback request which may then be sent to callback manager2023. Callback manager 2023 receives the callback request and in turncreates a smart callback, the smart callback comprising a plurality ofdefault data fields 2110. As a next step, callback manager 2023 maypopulate the default data fields of the smart callback with informationrelated to the callback request 2115. In some embodiments, theinformation may comprise at least a callback requestor, at least acallback recipient, at least a callback time, at least a method callback(e.g., voice, text, video, etc.), and at least contact information(e.g., phone number, social media handle, email address, etc.). This andother information may be gathered, inferred, determined, or otherwiseobtained from various system 2000 components, such as, for example,environment analyzer 2022, intent analyzer 2026, profile manager 2021,brand interface server 2027, and various user brands 2010. The next stepis to execute the smart callback when a pre-determined trigger eventoccurs, such as when a scheduled callback time arrives 2120. Callbackmanager 2023 may be used to maintain smart callbacks until they haveexecuted, and may be used to monitor smart contract execution. When thesmart callback executes, the two parties may be connected when the twoparties are available 2125, the first party being a callback requestorand the second party being the callback recipient. Upon successfulexecution, callback manager 2023 may validate the smart callbacktransaction and then add the smart contract to the blockchain 2028ledger 2130. In this way, a callback cloud utilizing smart callbackcontracts may process and route requests while also providing autonomouscallback management executed as smart contract workflows.

Hardware Architecture

Generally, the techniques disclosed herein may be implemented onhardware or a combination of software and hardware. For example, theymay be implemented in an operating system kernel, in a separate userprocess, in a library package bound into network applications, on aspecially constructed machine, on an application-specific integratedcircuit (“ASIC”), or on a network interface card.

Software/hardware hybrid implementations of at least some of the aspectsdisclosed herein may be implemented on a programmable network-residentmachine (which should be understood to include intermittently connectednetwork-aware machines) selectively activated or reconfigured by acomputer program stored in memory. Such network devices may havemultiple network interfaces that may be configured or designed toutilize different types of network communication protocols. A generalarchitecture for some of these machines may be described herein in orderto illustrate one or more exemplary means by which a given unit offunctionality may be implemented. According to specific aspects, atleast some of the features or functionalities of the various aspectsdisclosed herein may be implemented on one or more general-purposecomputers associated with one or more networks, such as for example anend-user computer system, a client computer, a network server or otherserver system, a mobile computing device (e.g., tablet computing device,mobile phone, smartphone, laptop, or other appropriate computingdevice), a consumer electronic device, a music player, or any othersuitable electronic device, router, switch, or other suitable device, orany combination thereof In at least some aspects, at least some of thefeatures or functionalities of the various aspects disclosed herein maybe implemented in one or more virtualized computing environments (e.g.,network computing clouds, virtual machines hosted on one or morephysical computing machines, or other appropriate virtual environments).

Referring now to FIG. 22, there is shown a block diagram depicting anexemplary computing device 10 suitable for implementing at least aportion of the features or functionalities disclosed herein. Computingdevice 10 may be, for example, any one of the computing machines listedin the previous paragraph, or indeed any other electronic device capableof executing software- or hardware-based instructions according to oneor more programs stored in memory. Computing device 10 may be configuredto communicate with a plurality of other computing devices, such asclients or servers, over communications networks such as a wide areanetwork a metropolitan area network, a local area network, a wirelessnetwork, the Internet, or any other network, using known protocols forsuch communication, whether wireless or wired.

In one embodiment, computing device 10 includes one or more centralprocessing units (CPU) 12, one or more interfaces 15, and one or morebusses 14 (such as a peripheral component interconnect (PCI) bus). Whenacting under the control of appropriate software or firmware, CPU 12 maybe responsible for implementing specific functions associated with thefunctions of a specifically configured computing device or machine. Forexample, in at least one embodiment, a computing device 10 may beconfigured or designed to function as a server system utilizing CPU 12,local memory 11 and/or remote memory 16, and interface(s) 15. In atleast one embodiment, CPU 12 may be caused to perform one or more of thedifferent types of functions and/or operations under the control ofsoftware modules or components, which for example, may include anoperating system and any appropriate applications software, drivers, andthe like.

CPU 12 may include one or more processors 13 such as, for example, aprocessor from one of the Intel, ARM, Qualcomm, and AMD families ofmicroprocessors. In some embodiments, processors 13 may includespecially designed hardware such as application-specific integratedcircuits (ASICs), electrically erasable programmable read-only memories(EEPROMs), field-programmable gate arrays (FPGAs), and so forth, forcontrolling operations of computing device 10. In a specific embodiment,a local memory 11 (such as non-volatile random access memory (RAM)and/or read-only memory (ROM), including for example one or more levelsof cached memory) may also form part of CPU 12. However, there are manydifferent ways in which memory may be coupled to system 10. Memory 11may be used for a variety of purposes such as, for example, cachingand/or storing data, programming instructions, and the like. It shouldbe further appreciated that CPU 12 may be one of a variety ofsystem-on-a-chip (SOC) type hardware that may include additionalhardware such as memory or graphics processing chips, such as a QUALCOMMSNAPDRAGON™ or SAMSUNG EXYNOS™ CPU as are becoming increasingly commonin the art, such as for use in mobile devices or integrated devices.

As used herein, the term “processor” is not limited merely to thoseintegrated circuits referred to in the art as a processor, a mobileprocessor, or a microprocessor, but broadly refers to a microcontroller,a microcomputer, a programmable logic controller, anapplication-specific integrated circuit, and any other programmablecircuit.

In one embodiment, interfaces 15 are provided as network interface cards(NICs). Generally, NICs control the sending and receiving of datapackets over a computer network; other types of interfaces 15 may forexample support other peripherals used with computing device 10. Amongthe interfaces that may be provided are Ethernet interfaces, frame relayinterfaces, cable interfaces, DSL interfaces, token ring interfaces,graphics interfaces, and the like. In addition, various types ofinterfaces may be provided such as, for example, universal serial bus(USB), Serial, Ethernet, FIREWIRE™, THUNDERBOLT™, PCI, parallel, radiofrequency (RF), BLUETOOTH™, near-field communications (e.g., usingnear-field magnetics), 802.11 (Wi-Fi), frame relay, TCP/IP, ISDN, fastEthernet interfaces, Gigabit Ethernet interfaces, Serial ATA (SATA) orexternal SATA (ESATA) interfaces, high-definition multimedia interface(HDMI), digital visual interface (DVI), analog or digital audiointerfaces, asynchronous transfer mode (ATM) interfaces, high-speedserial interface (HSSI) interfaces, Point of Sale (POS) interfaces,fiber data distributed interfaces (FDDIs), and the like. Generally, suchinterfaces 15 may include physical ports appropriate for communicationwith appropriate media. In some cases, they may also include anindependent processor (such as a dedicated audio or video processor, asis common in the art for high-fidelity A/V hardware interfaces) and, insome instances, volatile and/or non-volatile memory (e.g., RAM).

Although the system shown in FIG. 22 illustrates one specificarchitecture for a computing device 10 for implementing one or more ofthe inventions described herein, it is by no means the only devicearchitecture on which at least a portion of the features and techniquesdescribed herein may be implemented. For example, architectures havingone or any number of processors 13 may be used, and such processors 13may be present in a single device or distributed among any number ofdevices. In one embodiment, a single processor 13 handles communicationsas well as routing computations, while in other embodiments a separatededicated communications processor may be provided. In variousembodiments, different types of features or functionalities may beimplemented in a system according to the invention that includes aclient device (such as a tablet device or smartphone running clientsoftware) and server systems (such as a server system described in moredetail below).

Regardless of network device configuration, the system of the presentinvention may employ one or more memories or memory modules (such as,for example, remote memory block 16 and local memory 11) configured tostore data, program instructions for the general-purpose networkoperations, or other information relating to the functionality of theembodiments described herein (or any combinations of the above). Programinstructions may control execution of or comprise an operating systemand/or one or more applications, for example. Memory 16 or memories 11,16 may also be configured to store data structures, configuration data,encryption data, historical system operations information, or any otherspecific or generic non-program information described herein.

Because such information and program instructions may be employed toimplement one or more systems or methods described herein, at least somenetwork device embodiments may include nontransitory machine-readablestorage media, which, for example, may be configured or designed tostore program instructions, state information, and the like forperforming various operations described herein. Examples of suchnontransitory machine-readable storage media include, but are notlimited to, magnetic media such as hard disks, floppy disks, andmagnetic tape; optical media such as CD-ROM disks; magneto-optical mediasuch as optical disks, and hardware devices that are speciallyconfigured to store and perform program instructions, such as read-onlymemory devices (ROM), flash memory (as is common in mobile devices andintegrated systems), solid state drives (SSD) and “hybrid SSD” storagedrives that may combine physical components of solid state and hard diskdrives in a single hardware device (as are becoming increasingly commonin the art with regard to personal computers), memristor memory, randomaccess memory (RAM), and the like. It should be appreciated that suchstorage means may be integral and non-removable (such as RAM hardwaremodules that may be soldered onto a motherboard or otherwise integratedinto an electronic device), or they may be removable such as swappableflash memory modules (such as “thumb drives” or other removable mediadesigned for rapidly exchanging physical storage devices),“hot-swappable” hard disk drives or solid state drives, removableoptical storage discs, or other such removable media, and that suchintegral and removable storage media may be utilized interchangeably.Examples of program instructions include both object code, such as maybe produced by a compiler, machine code, such as may be produced by anassembler or a linker, byte code, such as may be generated by forexample a JAVA™ compiler and may be executed using a Java virtualmachine or equivalent, or files containing higher level code that may beexecuted by the computer using an interpreter (for example, scriptswritten in Python, Perl, Ruby, Groovy, or any other scripting language).

In some embodiments, systems according to the present invention may beimplemented on a standalone computing system. Referring now to FIG. 23,there is shown a block diagram depicting a typical exemplaryarchitecture of one or more embodiments or components thereof on astandalone computing system. Computing device 20 includes processors 21that may run software that carry out one or more functions orapplications of embodiments of the invention, such as for example aclient application 24. Processors 21 may carry out computinginstructions under control of an operating system 22 such as, forexample, a version of MICROSOFT WINDOWS™ operating system, APPLE OSX™ oriOS™ operating systems, some variety of the Linux operating system,ANDROID™ operating system, or the like. In many cases, one or moreshared services 23 may be operable in system 20, and may be useful forproviding common services to client applications 24. Services 23 may forexample be WINDOWS™ services, user-space common services in a Linuxenvironment, or any other type of common service architecture used withoperating system 21. Input devices 28 may be of any type suitable forreceiving user input, including for example a keyboard, touchscreen,microphone (for example, for voice input), mouse, touchpad, trackball,or any combination thereof. Output devices 27 may be of any typesuitable for providing output to one or more users, whether remote orlocal to system 20, and may include for example one or more screens forvisual output, speakers, printers, or any combination thereof. Memory 25may be random-access memory having any structure and architecture knownin the art, for use by processors 21, for example to run software.Storage devices 26 may be any magnetic, optical, mechanical, memristor,or electrical storage device for storage of data in digital form (suchas those described above, referring to FIG. 22). Examples of storagedevices 26 include flash memory, magnetic hard drive, CD-ROM, and/or thelike.

In some aspects, systems may be implemented on a distributed computingnetwork, such as one having any number of clients and/or servers.Referring now to FIG. 24, there is shown a block diagram depicting anexemplary architecture 30 for implementing at least a portion of asystem according to one aspect on a distributed computing network.According to the aspect, any number of clients 33 may be provided. Eachclient 33 may run software for implementing client-side portions of asystem; clients may comprise a system 20 such as that illustrated inFIG. 23. In addition, any number of servers 32 may be provided forhandling requests received from one or more clients 33. Clients 33 andservers 32 may communicate with one another via one or more electronicnetworks 31, which may be in various aspects any of the Internet, a widearea network, a mobile telephony network (such as CDMA or GSM cellularnetworks), a wireless network (such as WiFi, WiMAX, LTE, and so forth),or a local area network (or indeed any network topology known in theart; the aspect does not prefer any one network topology over anyother). Networks 31 may be implemented using any known networkprotocols, including for example wired and/or wireless protocols.

In addition, in some aspects, servers 32 may call external services 37when needed to obtain additional information, or to refer to additionaldata concerning a particular call. Communications with external services37 may take place, for example, via one or more networks 31. In variousaspects, external services 37 may comprise web-enabled services orfunctionality related to or installed on the hardware device itself. Forexample, in one aspect where client applications 24 are implemented on asmartphone or other electronic device, client applications 24 may obtaininformation stored in a server system 32 in the cloud or on an externalservice 37 deployed on one or more of a particular enterprise's oruser's premises. In addition to local storage on servers 32, remotestorage 38 may be accessible through the network(s) 31.

In some aspects, clients 33 or servers 32 (or both) may make use of oneor more specialized services or appliances that may be deployed locallyor remotely across one or more networks 31. For example, one or moredatabases 34 in either local or remote storage 38 may be used orreferred to by one or more aspects. It should be understood by onehaving ordinary skill in the art that databases in storage 34 may bearranged in a wide variety of architectures and using a wide variety ofdata access and manipulation means. For example, in various aspects oneor more databases in storage 34 may comprise a relational databasesystem using a structured query language (SQL), while others maycomprise an alternative data storage technology such as those referredto in the art as “NoSQL” (for example, HADOOP CASSANDRA™, GOOGLEBIGTABLE™, and so forth). In some aspects, variant databasearchitectures such as column-oriented databases, in-memory databases,clustered databases, distributed databases, or even flat file datarepositories may be used according to the aspect. It will be appreciatedby one having ordinary skill in the art that any combination of known orfuture database technologies may be used as appropriate, unless aspecific database technology or a specific arrangement of components isspecified for a particular aspect described herein. Moreover, it shouldbe appreciated that the term “database” as used herein may refer to aphysical database machine, a cluster of machines acting as a singledatabase system, or a logical database within an overall databasemanagement system. Unless a specific meaning is specified for a givenuse of the term “database”, it should be construed to mean any of thesesenses of the word, all of which are understood as a plain meaning ofthe term “database” by those having ordinary skill in the art.

Similarly, some aspects may make use of one or more security systems 36and configuration systems 35. Security and configuration management arecommon information technology (IT) and web functions, and some amount ofeach are generally associated with any IT or web systems. It should beunderstood by one having ordinary skill in the art that anyconfiguration or security subsystems known in the art now or in thefuture may be used in conjunction with aspects without limitation,unless a specific security 36 or configuration system 35 or approach isspecifically required by the description of any specific aspect.

FIG. 25 shows an exemplary overview of a computer system 40 as may beused in any of the various locations throughout the system. It isexemplary of any computer that may execute code to process data. Variousmodifications and changes may be made to computer system 40 withoutdeparting from the broader scope of the system and method disclosedherein. Central processor unit (CPU) 41 is connected to bus 42, to whichbus is also connected memory 43, nonvolatile memory 44, display 47,input/output (I/O) unit 48, and network interface card (NIC) 53. I/Ounit 48 may, typically, be connected to peripherals such as a keyboard49, pointing device 50, hard disk 52, real-time clock 51, a camera 57,and other peripheral devices. NIC 53 connects to network 54, which maybe the Internet or a local network, which local network may or may nothave connections to the Internet. The system may be connected to othercomputing devices through the network via a router 55, wireless localarea network 56, or any other network connection. Also shown as part ofsystem 40 is power supply unit 45 connected, in this example, to a mainalternating current (AC) supply 46. Not shown are batteries that couldbe present, and many other devices and modifications that are well knownbut are not applicable to the specific novel functions of the currentsystem and method disclosed herein. It should be appreciated that someor all components illustrated may be combined, such as in variousintegrated applications, for example Qualcomm or Samsungsystem-on-a-chip (SOC) devices, or whenever it may be appropriate tocombine multiple capabilities or functions into a single hardware device(for instance, in mobile devices such as smartphones, video gameconsoles, in-vehicle computer systems such as navigation or multimediasystems in automobiles, or other integrated hardware devices).

In various aspects, functionality for implementing systems or methods ofvarious aspects may be distributed among any number of client and/orserver components. For example, various software modules may beimplemented for performing various functions in connection with thesystem of any particular aspect, and such modules may be variouslyimplemented to run on server and/or client components.

The skilled person will be aware of a range of possible modifications ofthe various aspects described above. Accordingly, the present inventionis defined by the claims and their equivalents.

What is claimed is:
 1. A system for communication session managementusing smart callbacks, comprising: a callback manager comprising atleast a processor, a memory, and a plurality of programming instructionsstored in the memory and operating on the processor, wherein theplurality of programming instructions, when operating on the processor,cause the processor to: store and maintain a blockchain ledger;communicate with a brand interface server thereby to maintain relevantagent and brand data from the brand interface server; determineenvironmental context and user intent; calculate estimated wait timesfor callbacks; receive a callback request and a scheduled callback timefrom the brand interface server; create a smart callback contract, thesmart callback contract comprising default data fields, wherein thedefault data fields are populated with information from at least userprofiles, agent and brand data, environmental context and user intent,and estimated wait times; execute the smart callback contract betweenconsumers and agents at a specified time; connect the two parties, whenthe two first and second called parties are online; and validate thesmart callback contract and add the callback to the blockchain ledger.2. A method for communication session management using smart callbacks,comprising the steps of: storing and maintaining a blockchain ledger;communicating with a brand interface server thereby to maintain relevantagent and brand data from the brand interface server; determiningenvironmental context and user intent; calculating estimated wait timesfor callbacks; receiving a callback request and a scheduled callbacktime from the brand interface server; creating a smart callbackcontract, the smart callback contract comprising default data fields,wherein the default data fields are populated with information from atleast user profiles, agent and brand data, environmental context anduser intent, and estimated wait times; executing the smart callbackcontract between consumers and agents at a specified time; connectingthe two parties, when the two first and second called parties areonline; and validating the smart callback contract and adding thecallback to the blockchain ledger.